Business Analyst (Functional) 3 / Analyste commercial (fonctionnel) 3 (12561)

Location: Toronto, ON, Canada
Date Posted: 08-11-2018
Job description 

Join our team 

We have set out on a mission to transform the business customer experience starting with our Managed Services. We will minimize the customer effort to engage with TELUS. We will also change the way our team-members work enabling them to be more productive allowing them time to focus on serving our customers. While tools and platforms are important, how we execute is critical. We are seeking an Organizational Change Manager (OCM) to help us in this transformation. The standardized processes will inform how we implement ServiceNOW, an ITSM platform of action departing from how we have worked in the past. 

Here’s the impact you’ll make and what we’ll accomplish together 
Our team-members will remember how they felt long after they remember what was changed. Our mission is to support our team, help them understand the “why” and minimize change fatigue as we digitize our legacy environments. 

We are here to lead and guide a transformation program that will change how our team members do work and how our customers engage TELUS. As the OCM expert your will accelerate a culture of innovation where experimenting is the name of the game. You will encourage seeking clarity through action and get away from analysis paralysis. 

Easy, right? Not so much. But, are you up for the challenge? 

Here’s how 

The Organizational Change Manager will play a key role in ensuring projects (change initiatives) meet objectives on time and on budget by increasing employee adoption and usage. This person will focus on the people side of change, including changes to business processes, systems and technology, job roles and organization structures. The primary responsibility will be creating and implementing change management strategies and plans that maximize employee adoption and usage and minimize resistance. The change manager will work to drive faster adoption, higher ultimate utilization of and proficiency with the changes that impact employees. These improvements will increase benefit realization and value creation. 

• Apply a change management process and tools to create a strategy to support adoption of the changes required by a project or initiative. 
• Support communication efforts through the design, development, delivery and management of communications. 
• Assess the change impact by conducting impact analyses, assess change readiness and identify key stakeholders. 
• Support training efforts through providing input, document requirements and support the design and delivery of training programs. 
• Complete change management assessments 
• Identify, analyze and prepare risk mitigation tactics 
• Identify and manage anticipated resistance 
• Consult and coach project teams 
• Create actionable deliverables for the five change management levers: communications plan, sponsor roadmap, coaching plan, training plan, resistance management plan 
• Support and engage senior leaders 
• Coach managers and supervisors 
• Support organizational design and definition of roles and responsibilities 
• Coordinate efforts with other specialists 
• Integrate change management activities into project plan 
• Evaluate and ensure user readiness 
• Manage stakeholders 
• Track and report issues 
• Define and measure success metrics and monitor change progress 
• Support change at the organizational level 

• Requires 5-10 years of experience in Organizational change culture 
• Advanced knowledge of organizational change principles, approaches and methodologies 
• Experience working in an IT environment 
• Strong coaching skills and ability to coach at all levels of the organization 
• Proven ability to develop effective presentations and present information clearly and concisely 
• Experience with strategic planning
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